Customer Support Engineer

As a Technical Support Specialist, you will be responsible for providing timely and effective technical assistance to customers. Your main duties will include troubleshooting and resolving technical issues related to the product, installing and implementing new programs, upgrading operating systems and hardware, taking data backups, and conducting recovery processes. You will be required to analyze customer problems, diagnose root causes, and implement solutions to resolve issues promptly. Additionally, you must maintain proactive communication with customers, keeping them informed and exhibiting a professional and courteous demeanor at all times. To excel in this role, you must develop a deep understanding of the product or service offerings to provide accurate and relevant support. It is essential to stay updated on product changes, updates, and new features to deliver high-quality assistance consistently. In cases of complex technical issues, you will be responsible for escalating them to the appropriate teams within the organization for further investigation and resolution. Following up with customers to ensure that escalated issues are resolved satisfactorily is also a crucial part of your role. Furthermore, you will gather feedback from customers regarding their experiences with the service provided. Collaboration with cross-functional teams, including logistics, to ensure defective or unused goods parts are returned immediately after the call is essential. You should also be able to check environmental parameters such as earthing for the proper functioning of the product. As a qualified candidate, you should possess a Diploma/Degree and have 1-3 years of relevant experience. Knowledge of desktop operating systems like MS Windows, product problem symptoms and associated root causes, hardware installation, troubleshooting, and maintenance is required. Additionally, proficiency in networking concepts, protocols, and troubleshooting, as well as experience with software installation, configuration, and support, is essential. Familiarity with antivirus software, firewalls, and security best practices is also beneficial for this role.,